Turn Documentation Into Reliable Answers

A chatbot is only as good as the knowledge behind it. Retrieval-Augmented Generation (RAG) connects your content to the assistant so answers are accurate, consistent, and citeable. Reliability isn’t a one-off setup; it’s a living loop that pairs versioned content with feedback from real conversations.

Lay the foundation:

• Consolidate docs, policies, and pricing into a single, versioned source of truth.

• Chunk content by meaning; tag with product area, region, audience, and freshness.

• Enforce style and tone; define red lines for regulated topics and special cases.

• Enable inline citations so users can verify sources.

Design for uncertainty:

• Ask clarifying questions when confidence is low; avoid confident guesses.

• Hand off to a human with a compact summary and cited passages.

• Collect thumbs-up/down and route weak answers to a review queue.

• Refresh embeddings on a schedule tied to content releases.

Measure what matters:

• Resolution without escalation, average time to answer, and CSAT.

• Article coverage gaps discovered from transcripts.

• Deflection rate by topic and channel.

• Weekly digest to stakeholders with metric movement and updated content.